A little late but it still stings.

[MidnightDreamer]

Earlier this year I ordered a very expensive $80 palette which arrived totally trashed, in fact it went into the trash. Sephora shipped it out in a huge box with no padding and then it was demolished upon arrival.  So, I complained and a second palette was sent out and it too was trashed.  The thing is half the palette was semi damaged and the rest of the palette was beyond use.  It was disgusting.  After one complaint and resend, I just gave up.  However, today I came across the page with that palette on your website and I felt crushed knowing that I was sent out two damaged beyond recognition palettes... I've never even attempted to use the second damaged palette as my heart sinks when I look at the damaged powdery mess.  I still paid $80 for something that is very damaged even on resend and looking back I don't think that is really acceptable.  I know it's too late for any recourse, but as a VIB Rouge who shops frequently online, that sour experience still lingers on.  It was a full sized Viseart matte palette which is packed in a delicate palette case.  I can say that since I'm a frequent online shopped those Visearts came from your east coast warehouse where things from the east coast are always poorly packed and shipped in boxes way too large for the items so that churns everything inside like a paint can mixer.  Whenever I receive items from your Utah warehouse they are packed with care and arrive in perfect condition. I guess you should know, your customers never forget being treated with lack of care and I threw away $80.

[LaurieBT]

Hi @MidnightDreamer,

I'm very sorry to hear about this experience and your feedback is sincerely appreciated. I'll take a look further and I'll send you a private message shortly.

Warm regards,

Laurie